Customer Success Manager

This is a fully remote position, open to applicants in Utah.

📋 Description

• Take ownership of and oversee a portfolio of 25-40 enterprise clients, focusing on adoption, retention, and growth.

• Act as a strategic advisor to customers, aiding them in achieving their business goals through optimal utilization of our platform.

• Establish and nurture robust, multi-faceted relationships with global stakeholders, offering strategic advice to enhance engagement, trust, and long-term value.

• Collaborate with the Implementation team to guarantee seamless onboarding, adoption, and knowledge transfer.

• Create and implement success plans aimed at driving adoption and value realization while proactively addressing customer challenges in global markets.

• Organize and present Executive Business Reviews (EBRs) to executive and operational leaders, showcasing results, insights, and growth opportunities.

• Enhance Gross and Net Revenue Retention (GRR/NRR) through proactive management of renewals and the identification of expansion opportunities.

• Serve as the internal voice of the customer, delivering structured feedback to the Product and Engineering teams.

• Track customer health metrics, including post-onboarding adoption, satisfaction, contract status, NPS, and usage.

• Generate reports to pinpoint risks, opportunities, and progress toward success metrics.

• Collaborate across functions with Sales, Marketing, Product, and Support to ensure customer needs are met effectively.

• Represent the company at customer meetings, workshops, and industry events as necessary.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience.

• 3+ years of experience in customer success, account management, or similar client-facing roles.

• Proven experience managing enterprise accounts across various countries and time zones, focusing on adoption, retention, and growth.

• Outstanding communication, collaboration, and relationship-building abilities, with the capacity to influence and establish trust across diverse cultures and organizational levels.

• Proficient in customer success and CRM tools (e.g., HubSpot, Salesforce).

• Fluent in English; capable of navigating manufacturing or factory environments when visiting customer sites.

🏝️ Benefits

• Equal Employment Opportunity employer.

• Disability Accommodation for applicants.